Product Integration Manager

Priceline • Norwalk, CT

2d • Hybrid

About The Position

Product Integration Manager We pride ourselves on Customer Care at Priceline. And our team delivers the very best. Through our partner call centers and online support services, we make sure customers are always looked after before, during and after booking a deal with Priceline. Why this job’s a big deal: The Customer Care Operations team is currently looking for an experienced professional to facilitate release management of new products and services within the Customer Care ecosystem. This individual will be fully responsible for bridging the gap between our contact centers and the various product, technology and business teams. This individual will gather, prioritize and champion the needs of the contact center. They will build in depth knowledge of the product and business portfolio components that feed the call centers. They will serve as the point of contact for the business portfolio teams when new systems and features are released. Finally, they will provide feedback and insights on the experiences of our internal and external customers; understanding their challenges, and translating that into product feature requests. In this role you will get to: Execute a standardized process and strategy of integrating new products and services that aligns with the goals of the Customer Care department and the overall business objectives. Collaborate closely with cross-functional teams, including business portfolio teams, product development, technology, and finance to ensure alignment and seamless execution of projects within the call center operation. Support Customer Care and Business Portfolios through customer and agent subject matter expertise, highlight requirements within the planning process and surfacing potential risks and issues. Enable product delivery by ensuring Customer Care Operations team is supported in executing their deliverables through planning & release coordination Work with Customer Care Business Analysts to provide feedback to Business Portfolio teams on customer and agent experience, points of friction, and further product development opportunities. Analyze data using Lean, Six Sigma, or other relevant methodologies to drive process improvements and operational excellence. Oversee the end-to-end implementation process, from project initiation to completion, ensuring that projects are delivered on time, within scope, and within budget.

Requirements

• Bachelor's degree in Business Administration / industrial engineering or a related field is required.
• 3+ years in a product or project management role, ideally within the Contact Center or an operations related industry, with a demonstrated focus on enhancing customer experience and sales.
• Proven experience creating solutions that benefit both end customers as well as internal stakeholders
• Strong analytical capabilities, with training and/or certification in Lean, Six Sigma methodology, and analytics preferred.
• Excellent communication skills, both verbal and written, coupled with strong leadership and interpersonal abilities to effectively collaborate with cross-functional teams and implement change throughout the organization.
• The capacity to excel in a fast-paced environment, managing multiple projects concurrently and delivering outcomes within set deadlines.
• Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability and Trust.
• The Right Results, the Right Way is not just a motto at Priceline; it’s a way of life. Unquestionable integrity and ethics is essential.

Nice To Haves

• An advanced degree or certifications in Lean Six Sigma or other process improvement methodologies are highly preferred.

Responsibilities

• Execute a standardized process and strategy of integrating new products and services that aligns with the goals of the Customer Care department and the overall business objectives.
• Collaborate closely with cross-functional teams, including business portfolio teams, product development, technology, and finance to ensure alignment and seamless execution of projects within the call center operation.
• Support Customer Care and Business Portfolios through customer and agent subject matter expertise, highlight requirements within the planning process and surfacing potential risks and issues.
• Enable product delivery by ensuring Customer Care Operations team is supported in executing their deliverables through planning & release coordination
• Work with Customer Care Business Analysts to provide feedback to Business Portfolio teams on customer and agent experience, points of friction, and further product development opportunities.
• Analyze data using Lean, Six Sigma, or other relevant methodologies to drive process improvements and operational excellence.
• Oversee the end-to-end implementation process, from project initiation to completion, ensuring that projects are delivered on time, within scope, and within budget.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level